About Founder OS
Founder OS is revolutionizing how entrepreneurs build and scale their personal brands through our proprietary Content GPS system. We're on a mission to help founders create beautiful, systemized, and hyper-profitable businesses while working fewer hours and achieving true freedom.
The Role
We're seeking an exceptional Customer Success Operations Manager to architect and optimize the systems behind our customer success function. This role is crucial in scaling our ability to deliver outstanding results for founders while maintaining our high-touch, high-impact approach.
Core Responsibilities
- Design and implement scalable systems for tracking, analyzing, and improving customer success metrics and KPIs
- Lead the hiring, onboarding, and continuous development of Founder Success Managers (FSMs)
- Create and maintain coaching frameworks to ensure FSMs consistently hit their targets for upsells, TrustPilot reviews, and case studies
- Review and optimize customer success processes including onboarding, coaching calls, and renewal workflows
- Monitor and analyze customer success data to identify trends, bottlenecks, and opportunities for improvement
- Develop and maintain scorecards and tracking systems for FSM performance
- Create and update training materials and SOPs for the customer success team
- Manage the FSM team's Asana workflows and ensure accountability across all projects
- Work directly with department heads to streamline cross-functional collaboration
What Success Looks Like
- Achieve and maintain 70%+ upsell rate from Founder OS to Founder OS+
- Drive consistent improvement in FSM performance metrics
- Create systematic approaches to scaling customer success operations
- Establish clear, measurable frameworks for FSM development and coaching
- Build and maintain comprehensive documentation of all CS processes and systems
Required Qualifications
- 3+ years of experience in customer success operations or similar role
- Proven track record of implementing systems that drive measurable results
- Strong analytical skills with experience in data-driven decision-making
- Excellence in project management and process optimization
- Outstanding communication and leadership abilities
- Experience with Asana, Slack, and other modern workflow tools
Ideal Candidate Traits
- "Down Motherfucker" mentality - rolls up sleeves and gets things done
- Systems thinker who can see the big picture while managing details
- Results-driven with a track record of hitting ambitious targets
- Strong leadership skills with ability to coach and develop teams
- Excellent attention to detail and process orientation
- Proactive problem solver who anticipates and removes bottlenecks
- High degree of ownership and accountability
What We Offer
- Opportunity to shape the future of a fast-growing company
- Work with ambitious founders who are scaling their businesses
- Competitive compensation package
- Remote-first work environment
- Access to our complete library of business growth systems
- Continuous learning and development opportunities
How to Apply
Submit your application including:
- Your resume
- A detailed cover letter explaining your approach to scaling customer success operations
- 2-3 specific examples of systems you've implemented that drove measurable results
Join us in building the future of founder success and personal brand scaling.
